Senior Field Service Engineer

Clear Labs, Inc.; San Carlos (CA); On-site; USD 114,000 - 139,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Stock Option Plan

Lunch stipend

Phone bill reimbursement

EAP

Discretionary Time Off

Job summary

Clear Labs, Inc. is seeking a Senior Field Service Engineer to support robotic systems at the headquarters and customer sites worldwide. The role requires hands-on biotech or robotics field service experience, strong troubleshooting skills, and the ability to work independently with minimal supervision.

Travel will be 25% to 75%, including international trips, with after-hours on-call expectations. A bachelor’s degree in a related field is strongly preferred.

Qualifications

• Hands-on field service experience in biotech or robotics.
• Strong troubleshooting in electronics, electromechanical systems, robotics, liquid handlers, computers, and networking components.
• Excellent communication skills and ability to manage customer expectations with outstanding service.
• Working knowledge of Excel required.

Responsibilities

• Support robotic systems at Clear Labs HQ and customer sites worldwide.
• Perform installations, preventative maintenance, and emergency repairs.
• Train customers on system maintenance and usage.

Skills

Troubleshooting

Customer service

Communication

Excel

Field service

Education

Bachelor's degree in related field

Job description

About Clear Labs

Clear Labs (CL) harnesses the power of next-generation sequencing (NGS) to simplify complex diagnostics for clinical and applied markets. By creating a fully automated platform that brings together DNA sequencing, robotics, and cloud-based analytics, Clear Labs democratizes genomics applications to deliver better clarity. Clear Labs’ turnkey platform accelerates outcomes and improves accuracy from food-borne pathogens to infectious diseases.

Position Summary

The Senior Field Service Engineer is responsible for supporting both in-house and field installed robotic systems for both proactive and reactive activities as needed. They may also be assigned to support strategic projects for various Clear Labs teams as needed to support the company goals and objectives. This candidate should possess strong technical skill as well as the ability to operate independently and with minimal supervision. In support of the Clear Labs objectives, this role must exhibit drive, passion, and a competitive spirit to help maximize Clear Labs' commercial success. They must be a team player with customer relationship building skills, who is hard working, smart, and loves to win.

Location: San Carlos, CA

Travel: Willingness to travel, including internationally, with little to no advance notice as needed to support customer operations. This is expected to range between 25% to 75% travel per month and may include some weekend travel

Primary Responsibilities

Support all robotic systems within the Clear Labs headquarters (HQ) and those installed at customer sites around the world. These activities include, but are not limited to:

• New equipment installations, preventative maintenance activities, and emergency repairs
• Training customers on basic system maintenance and usage
• Communicate with customers, both in person and via electronic means, in a way that instills confidence in both his/her ability and the capabilities of all Clear Labs teams
• Provide feedback to internal teams to address failure points and make system reliability improvements
• Support the Field Applications team as needed to maximize equipment uptime and responsiveness
• Assist with the Clear Labs Quality process improvement initiatives.
• Support logistics activities as needed to ensure proper products and finished goods ship on time as well as provide feedback on proper inventory levels to minimize scrap and maximize customer uptime
• Provide support of special projects to help improve the overall success of CL. This includes working with other departments, OEM partners support members, and account stakeholders as approved. This may require him/her to learn new systems and process functionality with the support of CL to identify, communicate, and incorporate enhancements into the project(s)
• Coordinate with other team members as needed to properly relay information and support Sales/Evaluations as needed to achieve financial targets
• Manage instrument sub-component configuration/quality as well as maintain spare parts inventory
• Present a professional image at all times to customers, clients and other vendors

• Bachelor’s degree in related field of study strongly preferred
• Hands-on field service experience preferably in the biotech / life science / robotics field(s). This includes working on systems in customer laboratories and observing proper biohazard safety precautions
• Strong troubleshooting skills. Specifically, in the areas of: General electronics, electromechanical systems, robotics, liquid handlers, computers, and associated networking components
• Excellent communication skills and ability to manage customer expectations while providing outstanding customer service
• Working knowledge of all technical support activities designed to achieve a world class customer experience
• Current or previous expertise and experience with Excel a must for this role
• Ability to lift, carry, push, pull or otherwise move approximately 80 lbs. on an infrequent basis
• After hours on-call support may be required on a rotating basis

• Salary range: $113,943 to$139,263
• Medical, dental, and vision insurance
• Employer-Sponsored Basic Life/AD&D, Long Term Disability
• Employee Assistance Program (EAP)
• Discretionary Time Off
• Stock Option Plan
• Lunch stipend for days at headquarters
• Reimbursement of a monthly personal phone bill for business use, up to $100 per month
• Subject to Clear Labs Travel and Expense Policy and procedures

Notice of E-Verify Participation: Clear Labs participates in the federal E-Verify program to confirm the identity and employment eligibility of all newly hired employees. For more information, please review the E-Verify Participation Poster (English/Spanish) and the Right to Work Poster (English/Spanish).

Disclaimer: The above job description is intended to describe the general nature and level of work being performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required. Responsibilities and duties may change or be adjusted to meet the needs of the company, and additional duties may be assigned as necessary. The job description is subject to change at any time at the discretion of the Company.